Job Posting Title Technical Support Analyst

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

The Technology Products Support Team is growing and seeking a Technical Support Analyst with extensive product support experience in the areas of, but not limited to, User Interface UI, Mobile Technologies and Authentication. Our Support team are technically skilled support analysts who work with our customers to support them with and large array of technical issues across all of Workday’s current and future products. Additionally, these support analysts have deep technical understanding of software and are capable of taking a holistic view of sophisticated systems. Our customers are supported by proficient analysts who can collaborate with all of our engineering teams to quickly analyze and diagnose issues for product improvement. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located across multiple locations within the region. Our ultimate goal is to ensure Workday delivers an excellent user experience!

About the Role

As a Technical Support Analyst, you will provide technical support to customers and consultants on complex products and applications. This includes diagnose and solve highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple partners through resolution.

Responsibilities include:

•  Developing product expertise in various Workday products, including but not limited to, User Interface, Authentication (Native, SAML, Openid, Multi Factor, etc.), Mobile Devices

• Driving and participating in the product defect/improvement process with Development by accurately identifying defects and enhancements and communicating status to customers

• Collaborating with multiple teams throughout the Product life cycle, including NOC, development, Product Management and Program Management

• Tracking and handling customer reported issues via our case management system adhering to standard methodologies.

• Participating in our global 24/7 support program 

About You

The Technical Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as customer concerns, until an acceptable solution is delivered. If you have existing or transferable experience in any of the following areas, then we’d love to hear from you!

Basic Qualifications

4+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone stone.

Other Qualifications

• Bachelor Degree in one of the following: Computer Science, Information Management, Statistics or Mathematics or relevant work experience
• Advanced understanding of Mobile software such as iOS and Android
• Advanced understanding of all browsers and use of developer tools
• Expertise in assisting customer in the use of a SaaS product
• Passion for web or application development
• Excellent problem solving, analytical and troubleshooting skills
• Ability to absorb new technology and features
• Capable of excelling in a fast paced environment
• Demonstrated technical hands on experience with system or applications
• Collaborate and communicate effectively across multiple technical teams
• Good Interpersonal and prioritization skills
• Demonstrable ability to drive issues towards resolution in a timely manner
• Solid understanding of operating systems (Windows/Linux), networking fundamentals, and cloud concepts.
• Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus
• Experience with scripting languages (e.g., Python, Bash).
• High level understanding of relational databases and SQL servers.

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!